Transfer a Chat Session

You can transfer a chat session to another Interaction Client user or to a workgroup. Use this option, for example, if you want a more experienced agent to handle the chat request.

To transfer a chat session:

Pick up the chat request,

On the Queue Control toolbar, click the Transfer button.

In the Transfer dialog box, in the Transfer To: text box, type all of part of the recipient’s name or number.

Result: A drop-down list of choices appears.

Tip: If the drop-down list does not contain the recipient you expected, check the search criteria selected in the Options drop-down list and adjust them if necessary.

From the drop-down list, select the appropriate name and associated extension number.

Result: If the intended recipient is a CIC user, status information for the selected CIC user appears. It shows whether the transfer recipient is logged onto Interaction Client and is able to accept the transferred email message.

Click the Transfer button.

Result: The transferred chat request disappears from My Interactions and is routed to the selected recipient.